Best Practice: Change Request state transitions

[Dazler]

Hi,

It has been requested to change the name of state transitions of Change Request.  It doesn't change the process behind it, but I want to make sure that I don't mess my self up when we upgrade the system.  

Basically, instead of "Assess", they want it to say Approvals.  Instead of "Authorize", they want it to say Cab Approval.  And instead of Review, they want it to say Business Review.

I want to know what is the best practice to this, is changing just the label for each of these better?  Or creating new ones and hiding the original ones?

I know it is my decision, but I would like others opinions as I do not want to cause any issues when we upgrade our system.

[DrewW]

While there are many things in the system that I try and push the business to keep them in an OOB state. I would say that the Stage and State labels are not one of them.  The system has a whole thing about State Management that you can read about here

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/state-model/concept/state-model.html

Currently what you are talking about is just all labels for a process flow formatter

https://docs.servicenow.com/bundle/sandiego-platform-administration/page/administer/form-administration/reference/r_ProcessFlowFormatter.html

For States see the first link.

[Dazler]

Hi, I appreciate the help, but in Rome change request does not follow this process on the link you provided for State changes.

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/state-model/concept/state-model.html

[DrewW]

That is basically the same documentation.

If you instance is not going about it that way or you do not want to use it for some reason, then you can just make the needed label changes to the change request state field choices and also change the flow formatter stage labels.  You may also need to review the workflow to see if its using stages or not and change the labels there also.

[VaranAwesomenow]

This is what I did, changed in sys_process_flow and state label and was able to achieve the outcome you are looking for.

https://<instance>.service-now.com/sys_process_flow_list.do?sysparm_query=tableLIKEchange&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

https://<instance>.service-now.com/sys_choice_list.do?sysparm_query=nameINjavascript:getTableExtensions(%27task%27)^element=state

[Dazler · Accepted solution]

Hi everyone,

Taking everyone's suggestion, I created to new States.

One for Approvals and the other for CAB Approval.  I made the OOB Assess and Authorize in active, but I gave the new states the same value as the Assess and Authorize.

And then I changed the process flow.  Hopefully this does not cause issue during upgrade.